Customer Service Support Manager- Pharmaceutical

REMEDY GROUP; United States; Hybrid; USD 90.000 - 130.000; Vollzeit

Zusammenfassung

Remedy Group is seeking a player-coach manager to lead a team of five associates supporting a leading global influenza vaccine manufacturer. The role focuses on driving pharmaceutical revenue targets while managing inbound customer service queues and high-volume email workflows.

The manager splits time between coaching (60%) and hands-on queue work (40%), with a seasonal peak from July to November. The candidate will hire, onboard, train, and develop the team, monitor KPIs, and ensure SLA

Qualifikationen

• 4+ years in inside sales, account management, or customer operations, including 2+ years leading a team.
• Bachelor's degree in Business, Life Sciences, Healthcare Administration, or a related field preferred.
• Experience in vaccines, pharmaceuticals, biotech, or healthcare distribution strongly preferred. Experience serving pharmacies, physician offices, or clinics is a plus.

Aufgaben

• Lead and develop a team of 5 associates, coaching and driving through peak season.
• Track and report KPIs: sales goals, QA, FCR, AHT, and SLA compliance.
• Own sales goals and coach associates on prebooks, reservations, reorders, and conversions.
• Manage open orders, escalations, and queue coverage to meet service levels.

Kenntnisse

Player-coach ownership

Commercial and service balance

Accountability

Rally the team

Builder mindset

Foresight and judgment

Composure under volume

Ausbildung

Bachelor's degree in Business, Life Sciences, Healthcare Administration, or related field

Tools

ERP/Veeva

Helpdesk software

Microsoft Excel

Microsoft 365

Jobbeschreibung

Remedy Group is hiring a player-coach manager to lead a team of 5 associates supporting for a leading global influenza vaccine manufacturer. You will lead, coach, and develop a hybrid team responsible for driving pharmaceutical revenue targets, while managing inbound customer service queues and high-volume email workflows. The team's focus is a defined niche e.g., delivery issues, Product Technical Complaints, and Sales for a portfolio of independent pharmacies, physician offices, clinics, and regional care sites.

You must demonstrate a solution-driven mindset and the unique capability of a builder who thrives when resources may be limited. This manager leads the team and works the queue alongside them. You step in without being asked when volume spikes, SLAs are at risk, or an escalation needs senior handling. Expect roughly 60% of your time leading and coaching and 40% hands-on.

The business is seasonal. Volume peaks during the Northern Hemisphere shipping season, July-November, when the team handles roughly 60 calls and 80 emails per day. You hold the team accountable for both service levels and sales results through that peak.

Key Responsibilities

Team Leadership and Performance

• Hires, onboards, trains and develops associates, including individual development plans for each team member.
• Tracks, and reports team KPIs: sales goal attainment, QA score, first-contact resolution (FCR), average handle time (AHT), and SLA compliance.
• Holds weekly 1:1s and addresses performance gaps directly, with documented expectations and follow-up dates.
• Keeps the team focused and steady through peak season by setting daily priorities and adjusting coverage as volume shifts.

Quality Assurance and Coaching

• Reviews 2 calls and 2 emails per associate each week against communication, accuracy, and compliance standards.
• Delivers specific, documented coaching after each QA review and tracks improvement over time.
• Builds a team culture where associates give and receive respectful, and meaningful feedback openly.

Portfolio Sales and Revenue

• Owns the team's sales goals and holds each associate accountable for their portfolio's results.
• Drives prebook and reservation conversion, in-season reorders, adoption across the portfolio.
• Coaches associates to identify sales opportunities within inbound service and delivery contacts.
• Monitors reorder patterns and account health and reports on accounts that fall behind their expected ordering cycle.

Hands-On Operations

• Takes direct ownership of open orders, customer escalations, and queue coverage during peak season or when the team is at capacity.
• Holds the team accountable for reviewing 100% of open orders daily and resolving them against SLA.
• Resolves website and ordering issues that associates cannot resolve and escalates system defects.
• Monitors phone, email, and ticket queues throughout the day and reassign work to keep wait times at a minimum to meet service levels.

Process Building

• Builds and refines workflows, templates, and job aids where processes are undefined or resources are limited.
• Identifies root causes of recurring customer issues and fixes the process, not just the case.
• Spots volume and bottleneck trends early and escalates to Sr. Manager, Customer Engagement & Remedy Group leadership before they affect service.

Logistics, Returns, and Compliance

• Coordinates with distribution partners to resolve delivery delays and shipment issues.
• Ensures the team documents and reports all adverse events and product complaints within the required timeframe, following client procedures.
• Ensures associates use only approved materials and make only approved product claims in all sales and service communications.

Qualifications

• 4+ years in inside sales, account management, or customer operations, including 2+ years leading a team.
• Bachelor's degree in Business, Life Sciences, Healthcare Administration, or a related field preferred.
• Experience in vaccines, pharmaceuticals, biotech, or healthcare distribution strongly preferred. Experience serving pharmacies, physician offices, or clinics is a plus.

Education and Experience

• 4+ years in inside sales, account management, or customer operations, including 2+ years leading a team.
• Bachelor's degree in Business, Life Sciences, Healthcare Administration, or a related field preferred.
• Experience in vaccines, pharmaceuticals, biotech, or healthcare distribution strongly preferred. Experience serving pharmacies, physician offices, or clinics is a plus.

Competency

• Player-coach ownership: Steps in to work the queue, an order, or an escalation without being asked, and steps back to coach once the pressure clears.
• Commercial and service balance: Delivers sales results without letting service quality slip.
• Accountability: Sets clear expectations, follows up on every commitment, and addresses gaps directly.
• Rally the team: around both commercial sales goals and customer support targets, keeping motivation and morale high during peak periods.
• Builder mindset: Creates structure and process where none exists and works effectively with limited resources.
• Foresight and judgment: Anticipates volume and operational problems and knows when to solve versus when to escape.
• Composure under volume: Leads steadily through peak season and high queue volume.

Systems

• Strong technical aptitude for navigating complex databases, proprietary software, ERP/Veeva, and helpdesk software.
• Strong Excel skills for tracking KPIs and team performance and working knowledge of Microsoft 365.
• Learn new and proprietary systems quickly and troubleshoot website issues for customers and associates.